litle & co. presentation

A payments partner providing insight for business growth

October 12th, 2010

Litle & Co. Capabilities Preview for LivePerson

What does Litle & Co. have to offer?

Who is Litle & Co. ?

Geographic Coverage

Technology

Top Clients

Serving Our Clients

Payment Types-Capabilities

Who is Litle & Co.?

Roots Founded first payment processing firm

dedicated to serving directly-marketed brands (1980s)

First platform we built became the card-not-present core of JP MorganChase-First Data joint venture, Chase Paymentech

Rich legacy in working with brands that sell directly to consumers. Have led direct retail brands

Who is Litle & Co.?

Today Leading financial technology company One of the largest, private, non-bank

proprietary processing platforms serving the card-not-present marketplace

Client-obsessed, success culture Recognized for growth, technology and

exemplary customer service: 2010 Stevie Award for Excellence in eCommerce Customer Service 2010 #5 Boston Business Journal’s Annual Pacesetters based on

revenue growth 2009 Net Promoter Score (NPS) 73 creates kindred spirit with global

customer-obsessed cultures such as Amazon.com, Apple and Nike 2008 #8 on Entrepreneur Magazine’s 100 Fast-Growth American

Companies 2006 CIO 100 Award for agile software deployment methodology 2006 #1 on Inc 500

Who is Litle & Co.?

Facts

• Fully redundant processing centers in Lowell, MA and Denver, CO

• Maintain direct connections to the Card Associations, underwrite our own risk and have built, own and continue to maintain our primary processing platform

• Specific expertise in card-not-present transactions; deep knowledge of Best Practices, Card Association Regulations and PCI and Data Security requirements

• Strategic client adoption – we serve few with exceptional service, average customer $80M+ in annual online sales

Who is Litle & Co.?

Industry Impact• Authored Card Brand Regulations for Address Verification Service

and Installment Billing

• Helped develop CID for American Express, later copied by Visa & MasterCard (CVV2).

• Payments Evangelist Tom Pouliot (previously VP, Electronic Commerce for MasterCard International) serves today on a number of initiatives including regulations, interchange and operating procedures

• Serve on Discover Network Acquirers Operations Committee

• Actively engaged with all card brands and trade associations representing and protecting the Direct Marketing industries’ overall interests and business practices

• Chairman Tim Litle met with the Commerce Committee in Washington D.C. (5/2010) regarding proposed legislation with respect to aggressive marketing practices

Geographic Coverage

Proprietary and Preferred-Partner Card Not Present and POS Solutions

Technology – a Litle & Co. Difference

Responsiveness• Our agile process & constant incremental release cycle allows

us to respond to market and merchant needs.

• Maturity of process; agile since our founding with 125 releases of our code into production, on a predictable schedule, with no service outage.

High-Quality• Test first development methodology; with constant integration

testing, over 10k automated regression tests, and zero-tolerance for test failures.

• We focus on educating all our engineers on our merchants’ businesses, through internal Litle University program and tours-of-duty directly supporting our merchants.

Technology – a Litle & Co. Difference?

Reliability & Availability• Two data-centers with full redundancy for power, systems, storage,

connections.• Each data-center is capable of handling over 2x our peak volume.• A constant incremental refresh approach ensures our technology

never-ages, and that we avoid risky “forklift” upgrades. • A disaster-recovery strategy that is proven to work – we move

processing between our data centers 4 times per year, with no impact to our merchants.

Focus on Security• A dedicated Office of Security with industry certified professionals

ensure a security focus is integrated into all aspects of Litle & Co business.

• We have received PCI-DSS ROCs and unqualified SAS70 Type II audits since 2003. 

Industry-Leading Reporting and Analytics

Customizable dashboards enable data views relevant to you

Leverage data trends to solve business problems and to help focus you on revenue creation opportunities

Benchmarking allows merchants to compare data against “like-merchant” data (e.g. market-segment specific, size etc.)

Top Customers: Big Brands, Big Needs

Serving Our Clients

Relationship Management StructureDedicated Senior Relationship Manager operates as a single point-of-contact and internal Litle & Co. value-advocate for LivePerson. Leads data analysis and interpretation, and strategic consultation on best practices and process efficiencies.

Compliance & Chargeback Team

Partners with clients on PCI compliance, Card Brand regulations, customized chargeback management plans and process improvement.

Serving Our Clients

• Customized Merchant Support based on customer needs and corporate objectives, providing specific analytics and support structure that is right for the client.

• Formal, Regular Business Reviews of transaction management activity; trend analyses, action planning for business and process improvement for cost reduction and revenue growth

• Comprehensive Proactive Merchant Communications Program offering timely and relevant updates from card associations, regulatory and compliance notifications, and industry trends.

• Annual Client Conference, an opportunity to meet and network with peer merchant groups and access the latest product developments.

• Merchant Advocacy & Education through Litle & Co.’s leadership and strategic contributions and facilitation of educational sessions at the Direct Response Forum (DRF) and Merchant Risk Council (MRC).

Tenured Client Service TeamBob

BotelleEVP /Chief Customer

Officer20 Years

Lisa TennantVP Merchant

Services20 Years

Karen CoffeeDir Relationship

Mgmt10 years

Joe Canniff, Dir. Implementation

8 Years

Jennie VerduzcoDir. Compliance &

Chargebacks10 Years

Lori LeblancSr. Relationship Mgr

12 years

80 years of Payment Processing Expertise,Career Merchant Experience, and Professional Client Service Background is Yours

Payment Types

• Traditional – Visa, MasterCard, American Express, Discover, JCB- Credit & Debit

• Domestic and Foreign Presentment & Settlement• 100+ presentment currencies that Visa and MasterCard

support• Settlement in U.S. Dollars, Canadian Dollars, Great

Britain Pounds, Euros, Japanese Yen, Hong Kong Dollars, and Australian Dollars.

• Alternative Payment Options – eCheck, PayPal, Bill Me Later

Conclusion

• We serve customer-centric brands such as LivePerson with shared fervor

• We provide you with the best service in the payments business

• We Reinforce it with the most relevant, actionable thinking—true partnership and consultation

• We build proprietary payment applications and solutions driven by the smartest engineered programs available

• We provide value and help LivePerson produce real results